Job Title

1. Purpose Responsible for ensuring timely and profitable delivery of shipments to customers through effective management of service center operations & PUD/ DC operations in the area 2. Key Responsibilities Responsibilities Financial · Support Area Head in developing the budget for the Area · Ensure adherence to budgeted capital and operational costs for the Area; Track Operating Costs per Movement (OCPM) and Operating Cost per Kilogram (OCPK) on a regular basis and take corrective actions, if any Operational · Ensure timely, accurate and profitable delivery of shipments to customers as per contractual terms and conditions through effective management of Area operations · Oversee the management of all Service Centers and PUD Centers in the Area to ensure efficient operations · Drive key performance metrics for various operations processes in the Area (Service Centers and PUD Centers) · Ensure adherence to Standard Operating Procedures and Execution Excellence in the Area (e.g. On-time delivery performance, Transit times, RTO reduction, Timely connectivity onto the network, Reduction in errors, etc.) · Support reach enhancement initiatives like Tier 2 and Tier 3 cities expansion, RSP development, etc. in the area as per the organization strategy Ensure optimum productivity and utilization of fleet (feeder and milk runs) in the Area · Evaluate existing infrastructure for operations in the Area vis-à-vis growth targets and prepare capital expenditure or capacity expansion proposals (service centers / PUD centers); Seek approval from the Area Head and forward the proposals to the concerned authorities for further due diligence/approvals People Provide direction, guidance and support to function employees in the Area to help them discharge their duties effectively Monitor the performance of the team on a continuous basis to identify key performers Mentor and coach subordinates to develop the team’s capabilities and build a robust succession pipeline 3. Key Result Areas and Key Performance Indicators S. No Key Result Areas Key Performance Indicators 1. Optimize costs in the Area · % reduction in Operating Costs for the area (i.e. OCPK and OCPM) 2. Reach Enhancement · Support Expansion into Tier 2 and Tier 3 cities as per plan (through RSPs and BDEs) 3. Drive service quality and excellence in the Area · Overall adherence to area service quality in terms of Net Service Levels (NSL) · Delivery performance as per transit time for all products · % undelivered shipments · Adherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and pick-ups · Achievement of target NPS Scores for the Area 4. Ensure Security of Shipments · Number of open security related cases in the Area 5. Ensure Regulatory Compliance · Compliance to all applicable regulatory requirements 6. Drive Operations of Channel Partners attached to the Area · Operational Performance of - RSPs- PDAs- Delivery Agents 7. Drive Operations Process Efficiency and capability · % increase in operational productivity in the Area (measured as shipments/ employee ) · % coverage of employees - direct and indirect (as per plan) in Area in terms of conduct of operations training programmes 8. Ensure Performance Driven Culture · Adherence to Performance Management system timelines and guidelines 9. Support Employee Capability Building · % Key area positions with identified successors / potential successors 10. Drive employee morale and engagement · Employee Attrition (%) · PDA Attrition (%)